Field Service Specialist - New England

Regular, full-time field-based role in North America; non-exempt (eligible for overtime). Home-based when not at customer sites; reports to Field Service Team Lead or Field Service Manager.

About the role

The Field Service Specialist (Entry Level) supports the installation, maintenance, troubleshooting, and repair of company-supported instruments and systems at customer sites under supervision. This role focuses on building technical competency, customer interaction skills, and adherence to service, safety, and quality standards.

Responsibilities

• Perform basic installation, preventive maintenance, troubleshooting, and repair activities on supported instruments under guidance and supervision.
• Follow established service procedures, work instructions, and safety requirements.
• Use approved tools, manuals, and systems to complete service activities accurately.
• Interact professionally with customers during on-site visits, representing the company courteously and compliantly.
• Communicate service status, findings, and next steps clearly to customers and internal teams.
• Escalate technical issues beyond assigned scope to senior service personnel as required.
• Complete service reports, checklists, and documentation accurately and in a timely manner.
• Enter service activity data into service management systems in accordance with company requirements.
• Maintain accurate records of parts usage, service time, and customer interactions.
• Participate in required training programs, technical certifications, and onboarding activities.
• Apply feedback and coaching to improve technical and service performance.
• Develop familiarity with company products, quality requirements, and service processes.
• Adhere to company safety policies, customer site requirements, and regulatory obligations.
• Follow quality procedures and contribute to maintaining service and documentation compliance.
• Report safety concerns, nonconformities, or incidents promptly.

Essential Functions

• Perform hands-on technical service tasks at customer sites.
• Travel to and work at customer locations as scheduled.
• Accurately document service activities and follow defined procedures.
• Communicate effectively with customers, team members, and supervisors.

Requirements

• High school diploma or equivalent (required).
• Technical, vocational, or associate-level education in electronics, engineering technology, life sciences, or a related field preferred.
• Entry-level position; prior experience in technical service, maintenance, or customer support is helpful but not required.
• Experience working with tools, instrumentation, or technical equipment preferred.

Skills & Abilities

• Mechanical and technical aptitude with willingness to learn.
• Ability to follow written procedures and verbal instructions.
• Basic computer skills and ability to use service software and mobile tools.
• Strong attention to detail and commitment to quality and safety.
• Professional communication and customer service skills.
• Ability to manage time effectively and follow assigned schedules.

Working Conditions & Physical Requirements

• Field-based role requiring frequent travel to customer sites.
• Ability to sit, stand, walk, bend, and work with tools and equipment.
• Ability to lift and carry equipment or materials weighing up to 50 pounds.
• Work may occur in laboratory, clinical, industrial, or clean-room environments.
• Use of personal protective equipment (PPE) may be required.